Contact Centre Executive

Job Summary by the Career Balance Team:

A company in Droitwich is seeking a Contact Centre Executive for a temp-to-perm position. The role involves answering incoming calls, converting them into appointments, ensuring accurate customer data, managing leads, and providing excellent customer service. The ideal candidate should have experience in B2C telemarketing and call centers, be target-driven, have good listening skills, and be proficient in office applications, emails, and CRM systems. The working hours are flexible with rotating shifts, and two weekend days per month are required. The salary is £10.42 per hour, plus a monthly bonus.

Job Description:

Job title: Contact Centre Executive 
Location: Droitwich
Salary: £10.42 plus monthly bonus
Hours: Flexible Monday – Friday Rotating shifts
Contract: temp – perm

35h: 09:00 – 17:00 / 11:00 – 19:00 (Weekly Rotating).
25 h: 09:00 – 14:00 / 14:00 – 19:00 (weekly rotating).
30h: 09:00 – 15:00 / 13:00 – 19:00 (weekly rotating).

Two weekend days per month required

• Answer incoming calls and convert them into appointments that meet company criteria.
• Ensure customer data is accurate, relevant information is in the correct fields, and customers are informed of appointment details.
• Forward appointment lead sheets and quotation requests to Sales Coordinator unless appointments are self-confirmed.
• Manage unconverted leads appropriately using the computer system.
• Promptly contact and reschedule appointments with customers.
• Immediately pass customer appointment cancellation requests to the relevant Sales Coordinator.
• Handle calls from existing customers, gather details of their queries, and address them accordingly.
• Collaborate with Admin Support/Contact Centre Manager to resolve queries or problems.
• Contribute to outstanding customer service delivery.
• Perform any other necessary duties.

Key requirements:
• B2C Telemarketing and call centre experience
• Target driven and self-motivated.
• Proven track record of achieving targets.
• Good listener, resilient with a strong focus on empathy and integrity.
• Excellent telephone and computer skills, such as office applications, emails and CRM systems.

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Location: Droitwich, Worcestershire